Field Support Analyst - Vaughan, Canada - GFL Environmental Inc.

GFL Environmental Inc.

Verified Company

Vaughan, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Key Responsibilities:

Serves as the IT liaison to regional business unit end users and provides desk side and remote technical assistance to end users during regular business hours and in support of special business projects and initiatives.
Identifies and resolves technical issues and/or researches and recommends effective solutions.
Ensures a timely resolution and/or escalates nonresolvable issues to higherlevel teams.
Provide support and assistance for Business Unit process systems as required.
Creates, monitors, and enforces policies and procedures.
Creates, distributes, and updates knowledge base solutions.
Evaluates, designs, and implements, new systems that increase productivity or enhance overall business operations.
Integrate technical knowledge and business understanding to resolve problems for customers.
Resolve single and cross technology incidents independently. Work with team members to resolve unusually complex or cross technology incidents.
Provide technical consulting during implementations and upgrades to production systems.
Build and maintain strong relationship up to senior management level within their Business Units in assigned regions.
Design and deliver support solutions using specific industry knowledge and expertise.
Assists in the management of asset inventory, hardware lease agreements, service contracts, and vendor support agreements.
Establishes and maintains positive and effective work relationships with coworkers, leaders, and customers
Provide leadership within team and assists with training and mentoring other Field Support Analysts in their daily tasks.
Lead Customer Expectation management as part of escalation process.
Work on crossteam or large programs/projects and provides direct support to major/complex and strategic initiatives and programs.
Travels to other business sites to provide additional support or to attend training sessions.
Adheres to departmental standards and ensures appropriate use of information systems.
Perform reporting and administrative functions as required.

Knowledge, Skills, Abilities and Competencies:

Graduate degree in Computer Science, Engineering, or related discipline with an IT focus
A+ Certification preferred. MCSA Certification preferred
Broad technical knowledge of IT
Understanding of IT services, technology and solutions
End User services experience (5+ years) with large teams to support
Work experience in a related industry setting is a plus
Work experience at an IT service provider is a plus (delivery level)
Deep understanding of running IT services in regards to technology and processes
Ability to work in an organization with a large staff of highly trained IT professionals
Strong analytical, design and development skills including troubleshooting and integration of IT services
Knowledge of existing and emerging hardware and software technologies and IT architectures
Strong competency in developing efficient and effective solutions to diverse and complex business problems
Knowledge of best practices to guide teams through issues related to the design, development, and deployment of mission critical information and software systems
Ability to develop and implement IT policies and governance
Ability to communicate openly and effectively with senior management, Business Units management, with other IT managers, with staff, and with many diverse constituencies
Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure availability of the service in accordance to service level commitments
Ability to manage multicultural and multilocated teams
High willingness to drive transformation and service improvement
Strong customer / enduser / client service orientation
Highly selfmotivated and directed
Keen attention to detail
Capability for problem solving, decision making, sound judgment, assertiveness
Travels ~30% (estimate)

We thank you for your interest. Only those selected for an interview will be contacted.

GFL Environmental is an equal opportunity employer and encourages women, Aboriginal people, persons with disabilities and members of visible minorities to apply.

We seek to hire individuals with diverse characteristics, backgrounds and perspectives.

We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.

GFL will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.